Support Engineer

Apify https://apify.com/ is a web scraping and browser automation platform - with the mission to help anyone get more value from the web - so that they can focus on what matters.

Thousands of developers worldwide build and run web scrapers using our cloud. Many developers later publish and monetize their tools on Apify Store https://apify.com/store. Solopreneurs, startups, and Fortune 500 companies all use Apify to extract data from billions of web pages and automate millions of manual tasks every month.

To support this mission, Apify is looking for a Support Engineer to handle customer inquiries during typical working hours (8 AM to 5 PM CET). You'll solve both business and technical issues via chat and email, while mastering our web scraping platform. If you have programming knowledge and strong communication skills, join our team in Prague, Brno, or remotely in Czech republic.

WHAT YOU’LL BE WORKING ON:

Our Support team processes customer questions and other internal notifications every day. Besides Apify Console, our main tools are Intercom for external tickets and Slack for internal notifications and discussions.

The conversations cover a wide range of both business and technical topics, for example:

- What we consider business:

- Choosing the right subscription plan

- Help with invoices and billing

- Help to understand Apify features

- Processing user compensation

- What we consider technical:

- Help with integrations

- Coding help with Apify API/SDK

- Help with Apify-maintained Actors

When our AI bot processes the external conversations, it divides them into different priorities based on various criteria. Our team then holds different SLAs based on the priority levels. Our main goals concern customer experience. It’s namely the customer satisfaction and response timeliness. Apify’s customers can be both businesses and end-users, but we’re generally used to a B2C setup, with a larger volume of shorter...